PERFORMANCE: The number of complaints about Worcester Royal Hospital have almost doubled over five years according to the latest annual complaint report.

A report for Worcestershire Acute Hospitals Trust board shows the number of complaints increased 47 per cent from 277 between April 2008 and March 2009 to 407 between April 2012 and March 2013.

At the trusts Alexandra Hospital in Redditch, complaints increased by 44 per cent over the same period but reached a peak at 272 in 2011-12 before falling to 243 last year.

The number of formal, written complaints received for the Worcestershire Acute Hospitals NHS Trust during the period April 2012 to March 2013 was 706.

This was the same as the year before with 59 per cent relating to clinical treatment, just over nine per cent were related to the attitude of staff, six per cent for cancellation or delays, and six per cent related to admissions, discharges or transfers.

Only 66 per cent of complaints received a response within the trusts timescales.

The annual report said there was an “improving picture in peoples’ perception that we had responded in a timely way, and that our response addressed the issues of their complaint.

“Work is still needed to ensure people find it easy to find out how to complain, to assure them that we are taking their concerns seriously, and to improve peoples’ satisfaction with how well we have dealt with their complaint overall. People have told us that they feel that, while they had received assurances, they had no way of knowing that improvements had actually been made, or that anything had changed.”